Justin G.

Independent Contractor - Driver

Uber • Autônomo

Apr 2026 - Present • 1 mo

• Delivered exceptional customer service while ensuring timely and safe deliveries. • Navigated various delivery platforms to maximize efficiency and meet client needs. • Managed multiple deliveries simultaneously while maintaining accuracy. • Analyzed operational peaks and valleys to drive a 50% increase in profit margins. • Utilized mobile applications for real-time tracking and communication with clients. • Identified new business opportunities through networking events, online platforms, or word-of-mouth referrals. • Observed packing operations to verify conformance to specifications.

Call Center Manager

Virtuox • Período integral

Apr 2024 - Feb 2025 • 10 mos

•Implemented new RingCentralCX call center software decreasing cost by $15,000 per month, increasing tools and resources for staff. •Develop and monitor Key Performance Indicators (KPIs) for ALL offshore agents that will ensure exceptional customer service and cost efficiency •Analyze data, improve processes, and ensure adherence to operational practices •Streamline call center processes to cut down on waste, reduce expenses and improve operational production. •Assisted with building and training Boost AI software to provide automation for patients and medical professionals •Ensure offshore vendor is optimally staffed in line with business plans

Call Center National for Tenet Healthcare

HealthAid • Período integral

Jul 2019 - Apr 2024 • 4 yrs 9 mos

• Directed all on-phone and off-phone activities associated with call center operations • Piloted and tracked a centralized scheduling queue for clinics, enabling the scheduling of patient calls, rather than the clinics themselves. This resulted in increased patient volume, higher profits, and improved patient satisfaction. Key achievements included: reduced staffing needs, decreased costs, increased profits through specialist patient access, a 50% reduction in call volume with first-attempt answers, and a $212,160 annual savings through the reduction of 6 FTEs in the clinics. • Enhanced customer satisfaction by implementing effective call center strategies and streamlining processes. • Implemented quality assurance measures, monitoring calls for adherence to company policies and procedures. • Collaborated with cross-functional teams to resolve escalated customer issues quickly and effectively. • Drove cost savings through implementation of call centralization, cross-training staff,while increasing revenue and patient satisfaction • Established and maintained strong relationships with customers, vendors and strategic partners. • Optimized workforce management for improved efficiency, scheduling staff according to call volume trends. • Trained team members on performance metrics and consumer behavior identification